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Companies Must Transform Their CRM Architectures, ISG Advises

Fri, 27 Mar 2026 12:00:13 EST

AI enhances CRM automation and orchestration, but outdated systems and processes need to be changed to realize the benefits, according to ISG.

Marketers Plan Bigger Budgets in 2026

Tue, 13 Jan 2026 12:00:06 EST

New research reveals where marketers are investing in 2026 and how AI and digital trends are reshaping strategy.

AI Agents Poised to Reshape Sales, Gartner Says

Fri, 09 Jan 2026 10:45:00 EST

Analysts say sales leaders must rethink strategies to unlock true value.

Cloud5 Sees Unprecedented Contact Center Employee Tenure

Tue, 21 Oct 2025 12:00:23 EST

In an industry plagued by high turnover, Cloud5 celebrates eight employees with 25 years of service.

A Q&A with Ashu Roy, eGain's CEO

Mon, 20 Oct 2025 12:04:00 EST

eGain's outlook for AI is positive, chair and CEO says in an exclusive interview at Solve '25.

Trusted Knowledge Is Key to AI Success, eGain CEO Asserts at Solve 25

Fri, 17 Oct 2025 12:00:00 EST

New eGain products helps automate knowledge processes and assure content is accurate and compliant.

Salesforce Launches Agentforce 360 at Dreamforce

Mon, 13 Oct 2025 11:50:00 EST

Agentforce 360 has advanced capabilities for building, deploying, and governing AI agents.

AI Bridges Brands' Loyalty Gaps, Brand Keys Finds

Mon, 13 Oct 2025 10:41:00 EST

Tech, entertainment, and heritage brands are reshaping the loyalty landscape in Brand Keys' Loyalty Leaders List.

A Q&A with Verint's Jasen Williams About the Thoma Bravo Acquisition

Mon, 15 Sep 2025 10:47:00 EST

Verint senior vice president of corporate marketing tells DestinationCRM that there are still a lot of unknowns surrounding Thoma Bravo's acquisition of Verint.

Voice of the Customer Makes a Comeback at Verint's Engage 2025

Wed, 10 Sep 2025 04:19:53 EST

Verint redoubles efforts around voice of the customer and self-service bots on day 2 of its Engage conference.

Genesys Expands Partnership with ServiceNow at Xperience 2025

Wed, 10 Sep 2025 12:26:00 EST

Genesys' expanded partnership with ServiceNow enables A2A customer experience orchestration

Value of AI Tops Discussion at Verint Engage 2025

Wed, 10 Sep 2025 12:00:00 EST

Verint customers are cashing in on its AI technologies, keynote speakers at Verint Engage 2025 maintain.

Genesys Doubles Down on Agentic AI at Xperience 2025

Tue, 09 Sep 2025 02:09:57 EST

Genesys has added more than 150 advanced AI capabilities in the past few months, and more are on the way, executives stressed at the Xperience 2025 event.

Thoma Bravo Acquires Verint

Mon, 25 Aug 2025 11:01:00 EST

Verint will merge with Calabrio to create an AI-driven customer experience powerhouse?

The Healthcare Industry's Strategic Advantage Is Now Voice AI

Thu, 21 Aug 2025 12:00:36 EST

Voice isn't just the interface between humans and systems anymore; it's the intelligence layer binding them together. (Featured on SpeechTechMag.com.)

Bill Seeks to Protect Americans? Access to U.S.-Based Customer Service

Tue, 05 Aug 2025 12:39:00 EST

The?Keep Call Centers in America Act would ensure when Americans call a call center, they can speak to a human located in the United States. (Featured on SmartCustomerService.com.)

More Than Half of Customer Service Journeys Start on Third-Party Platforms

Wed, 23 Jul 2025 11:57:03 EST

Service leaders must adapt strategies to engage customers on search engines, social platforms, and genAI tools, Gartner urges. (featured on SmartCustomerService.com.)

Court Blocks Click-to-Cancel Rule

Fri, 18 Jul 2025 12:00:41 EST

The FTC's subscriptions rule change doesn't go into effect.

CX Leaders Grow More Cautious as Economic Uncertainty Persists

Wed, 16 Jul 2025 01:41:04 EST

While volatility is here to stay for a while, embracing scenario planning can help regain control, Forrester urges.

Three Trends That Will Shape The Future of Customer Service

Wed, 16 Jul 2025 01:16:27 EST

Emerging technologies and evolving expectations will transform customer service over the next three years, Gartner predicts.

Nearly Half the Desired Results from New Customer Service Technology Don't Materialize

Tue, 15 Jul 2025 11:46:49 EST

New research from Gartner reveals strategies for organizations to maximize ROI from customer service technology`

GenAI + Agentic AI: Driving Smarter Self-Service

Tue, 15 Jul 2025 12:00:00 EST

Organizations can greatly increase the number of intents they can address and interactions they can resolve.

CX Quality Continues to Slide, Forrester Details

Tue, 24 Jun 2025 02:04:00 EST

21 Percent of U.S. Brands saw declining CX Index scores for the second year in a row, Forrester reported at its CX Summit.

NiCE Reinforces Focus on Innovation at Interactions

Thu, 19 Jun 2025 09:54:00 EST

NiCE Interactions Day 2 speakers bring the attention back to artificial intelligence.

NiCE's Updated CX Mpower Technology Upgrades Unveiled at Interactions

Tue, 17 Jun 2025 07:29:19 EST

CX Mpower Agents and integrations with AWS and Snowflake are among the highlighted innovations unveiled today.

PegaWorld Was Rich with Customer Testimonials

Tue, 03 Jun 2025 06:03:00 EST

PegaWorld Day 2 keynoters tout the company's digital transformation for Rabobank and Verizon.

Pegasystems Looks to AI to Transform Customer Businesses, Pegaworld Speakers Stress

Mon, 02 Jun 2025 05:49:00 EST

Pega's CEO touts AI's advances to emphasize the need for applications like Blueprint.

Pre-Employment Assessments Address Call Center and Sales Retention

Fri, 28 Mar 2025 11:13:00 EST

JOBehaviors offers pre-hiring assessments for contact center agents and inside sales reps.

Loyalty's Impact on Brand Profitability Has Increased, Brand Keys Finds

Fri, 07 Feb 2025 12:00:00 EST

Levi Strauss, Macy's, Dicks Sporting Goods, Dollar Tree top Brand Keys'?Retail Brand Loyalty Index

Meta?s Threads Starts Showing Ads

Mon, 03 Feb 2025 12:16:53 EST

Meta's Threads microblogging app is testing ads in feeds in the U.S. and Japan.

A Q&A with SugarCRM President and CEO David Roberts

Thu, 30 Jan 2025 12:00:00 EST

Sugar CEO David Roberts says he's looking to refocus his company's efforts in a more targeted way, with AI used carefully.

Changes Ahead at SugarCRM, Company Reveals at Analyst Summit

Wed, 29 Jan 2025 02:25:30 EST

SugarCRM is planning to refocus its marketing and sales strategies, partner network, and adding capabilities, executives told industry analysts.

TikTok's Uncertain Future Leaves Marketers Scrambling

Mon, 20 Jan 2025 12:00:00 EST

The social media platform went dark for a while yesterday, and marketers should diversify in case it happens again.

Empathy and AI Shape Today's Leading Customer Experiences, KPMG Finds

Fri, 06 Dec 2024 12:00:00 EST

KPMG's annual Customer Experience Excellence report finds that CX leaders not only meet customer needs but are committed to the well-being and values of their customers.

Gartner Identifies Top Three Priorities for CMOs? in 2025

Tue, 03 Dec 2024 12:00:53 EST

Marketing leaders must focus on transcending disruption, elevating enterprise impact, and maximizing marketing yield, Gartner finds.

Addressable TV Advertising Continues to Grow

Thu, 21 Nov 2024 12:02:50 EST

Addressable TV advertising has grown for the third year in a row as 53 percent of advertisers call it a must-buy.

A Q&A with Ashu Roy, eGain's CEO

Thu, 31 Oct 2024 09:56:33 EST

During eGain's Solve conference in Chicago this week, Phillip Britt had a chance to talk with Ashu Roy, the company's co-founder, chairman, and CEO, for an in-depth, one-on-one interview.

Cost-Cutting, GenAI Drive Contact Center Outsourcing

Thu, 17 Oct 2024 12:00:45 EST

Companies sign more service contracts, quickly adopt new technologies to improve customer experience, ISG says. (Featured on SmartCustomerService.com.)

Amazon Ads Introduces Many New Capabilities at unBoxed Event

Wed, 16 Oct 2024 07:05:00 EST

Amazon launches AI creative studio, audio generator, product launch, optimization, and measurement solutions, and a new Amazon DSP experience.

AI-Led Companies Outperform Peers, Accenture Finds

Thu, 10 Oct 2024 01:38:00 EST

New Accenture research finds that?investments in generative AI and automation capabilities meet or exceed expected benefits.

U.S. Consumers Souring on Marketing Outreach

Tue, 08 Oct 2024 12:00:00 EST

GetApp's 2024 Advertising Preferences Survey reveals how marketing overload and irrelevant content drive customers to disengage.

A Q&A with Verint CEO Dan Bodner

Mon, 30 Sep 2024 12:00:55 EST

Dan Bodner, Verint chairman and CEO, sat down for a far-reaching interview with DestinationCRM.com during the Verint Engage 2024 conference in Orlando, Fla., answering questions on everything from the growth and future of the company to the outlook for the contact center industry.

Verint Launches Genie Bot at Engage 2024

Thu, 26 Sep 2024 12:00:00 EST

Verint Genie Bot is an expansion of the company's Speech Analytics solution.

AI Bots' Benefits Cut Across Enterprises: Verint Engage 2024 Speakers Stress

Wed, 25 Sep 2024 12:00:58 EST

CX automation is the only way forward, and AI technology is changing the game, Verint CEO Dan Bodner said at his company's Engage conference Tuesday.

AI Is the Magic in CX, Verint Engage Speakers Affirm

Tue, 24 Sep 2024 10:22:00 EST

Artificial intelligence produces impressive results for companies willing to take a chance on it, speakers point out at Verint's annual conference.

A Q&A with Clint Oram, SugarCRM's Co-Founder and Chief Strategy Officer

Wed, 18 Sep 2024 10:27:00 EST

SugarCRM is celebrating its 20th year in business in 2024. Clint Oram, its co-founder and chief strategy officer, recently gave a far-reaching interview with DestinationCRM, answering questions on everything from the impetus behind starting the company to the future for himself and SugarCRM in light of the continuing evolution of AI.

Happy Customers Lead to Happy Investors

Fri, 23 Aug 2024 11:23:32 EST

Watermark Consulting research finds firms that lead in customer experience outperform laggards financially.

White House Starts 'Time Is Money' Initiative to Improve Customer Service

Fri, 16 Aug 2024 12:00:00 EST

A new multi-agency White House initiative seeks to hold businesses accountable for eliminating time-wasting customer experience processes.

Customers Increasingly Demand Convenience

Tue, 13 Aug 2024 12:34:35 EST

Demand for convenience is the top customer behavior trend to influence CX practitioners, CX Network's new study reveals.

Best Practices for Bringing Voice Assistants to Mobile Apps

Fri, 09 Aug 2024 03:18:17 EST

Mobile voice interface development requires a clear objective with a lot of customer insight. (Featured on SpeechTechMag.com.)